Existing Detection Server Service Stops During Execution of 16.0 RU1 Update

Products

• Data Loss Prevention

Issue/Introduction

When migrating to DLP 16.0 RU from previous releases, Symantec Data Loss Prevention Detection Server service stops during the install. 

Service stop can be confirmed in the Install Log:

MSI (s) (3C:94) [09:27:44:632]: Doing action: StopServices
MSI (s) (3C:94) [09:27:44:632]: Note: 1: 2205 2:  3: ActionText 
Action 9:27:44: StopServices. Stopping services Service: [1]
Action start 9:27:44: StopServices.
StopServices: 
Action ended 9:27:44: StopServices. Return value 1.

Environment

Release : 16.0 RU
OS: Windows
Scenario: Existing installations of DLP being upgraded to 16.0 RU

Cause

Service is stopped in both the Install the version 16.0.1 detection server or cluster and the Migrate the previous version to the version 16.0.1 detection server or clusters steps.

A stop of the Detection Server Service is expected only to occur during the step to Migrate the previous version to the version 16.0.1 detection server or clusters.

Resolution

For customers on 16.0 and not already upgraded to RU:

Broadcom has released an updated 16.0 RU installer that addresses the issue. Download the updated platform installation binaries from the Broadcom Support Portal and perform the upgrade.

Additional workarounds available:

Scenario 1:

DLP Detection Server Service has:

1. already been stopped by MSI during the install of the Detection server
2. where migration is still scheduled to be performed
3. Enforce server has NOT been migrated

Workaround:

DLP Detection Server Service can be started manually from services.msc or by using [sc control] command to start the service.

Scenario 2: 

Enforce server has been migrated to version 16.0 RU and DLP Detection Server Service is currently stopped.

Workaround:

All the affected DLP Detection Servers must be immediately migrated in order to restore their operation.